Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today I filled out another credit application and was told that the dealership offer financing but only for outside lenders I pulled up the dealership owner history and 10k file form with *** they have a finance company directly linked to their dealership for financing so he basically lied 15 *** 1611 knowingly and willingly given false information to the public is a crime, violation of Equal Credit Opportunity is a crime but being there just a company fines and fees will apply

  Business Response

  Date: 10/29/2024

  To whom it may concern,
  The complainant filled out a credit application for the purchase of a vehicle. The application was submitted to a lender and the applicant/complainant was turned down for the loan. Finally, Century Buick GMC does not have a finance company directly linked to our dealership, as the complainant falsely alleged in his BBB complaint. 
  
  Regards,
  **** ****
  General Sales Manager
  Century Buick GMC

• Initial Complaint

  Date:11/30/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My experience with Century Buick in *****, ** has been nothing short of a customer service nightmare. Since September 7, when we entrusted our car to their care, the litany of issues began. Despite paying upfront, their service has been marked by a shocking level of incompetence, including an accidental odometer reset during repairs.Attempts to communicate our frustrations and seek resolution have been met with a stunning lack of professionalism. Store manager *****************, rather than addressing our concerns, hung up on us during the conversation. This unprofessional behavior, coupled with their mistakes, is a clear indication of their disregard for customer grievances.Adding to the frustration is the extended period of waiting for any resolution. Despite our patience and persistent efforts spanning months, Century Buick has shown a complete lack of commitment to rectifying the situation. This protracted ordeal highlights not only their inability to provide satisfactory service but also their unwillingness to make amends when confronted with their shortcomings.Considering the egregious service lapses, unprofessional conduct, and the absence of any meaningful resolution, I strongly caution others against entrusting their vehicles or hard-earned money to Century Buick in *****. The overall experience has been a ***** reminder of the importance of thorough research and avoiding establishments that fall short on both competence and customer service.

  Business Response

  Date: 12/01/2023

  To whom it may concern: 

          I spoke to *************************************** regarding her vehicle November 28th. Her vehicle is a **** Saturn L200. I told ***** at that time I was willing to work with her on the price of repairs due to ************** short ******** !  ***** just continued to scream and cuss me that she already prepaid for the repairs. I said I would still work something out with her, when the vehicle was finished. ***** continued to scream and cuss me.

        THIS IS A NORMAL BUSINESS PRACTISE ON SPECIAL ORDER PARTS .

        This vehicle is 21 years of age. This vehicle needs a BCM, body control module. This part has been discontinued from ************** for many many years. We found a part at another dealer and waited 2 weeks for it to be shipped in. After we installed the part, we had to wait for ************** to do a download of software to make the part work. This is common with every module we replace in any vehicle. After the software was downloaded from ************** my master technician noticed the odometer not working in the instrument cluster. My master technician immediately called Gm Tech Line support to remedy the situation. After weeks and months of phone calls GM explained they only have 2 computers left in ***************** with the necessary ability to program the new BCM.

        After ***** got done screaming out me and telling me how I was violating her personally for 3 months, I said i will call Gm and look into this myself  and help you. ***** continued to scream and cuss me ,and I promptly hung up. This is when ***** put 3 extremely negative reviews on ******* Cars .com and elsewhere ! ***** didn't even give me from 1 business hours to begin to help her. ***** already decided to make these reviews and accusation's. the only thing Century Buick GMC failed to do, was to keep ***** updated on GM's horrible progress. I greatly apologized for that. 

  As of my conversation with *****, I have enlisted the ************** Regional representative and the ************** Field Service Engineer in our ******* territory to see if they can help locate 1 of these 2 computers to come to our dealership and perform the necessary software download. As my regional representee explained there are no guarantees on this Saturn that went out of business in 2010 and a car that is over 20 years of age !. I am looking for an update sometime next week from my ************** reps. 

  Depending on *****'s actions with the extremely negative reviews will determine my help and input towards her reconciliation.

  Sincerely *******************

  Fixed Operations Director 

  Century Buick GMC

  ************

   

  Customer Answer

  Date: 12/04/2023

   
  Complaint: 20934013
  
  I am rejecting this response because: he says depending on negative review. They did actually ensure us that ***************. I cannot consider it resolved until there is an actual update about when we get our car back. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 12/07/2023

  UPDATE : I am still waiting on ************** to find the computer located somewhere in the **************** with 1 of 5 ************* Engineers to perform the necessary software learn.

   As previously stated, I already went out and purchased another module, so that we may have the best opportunity for this software learn process from ************** to work this time.

  Again sorry about the inconvenience of this repair taking so very long, for our company awaiting on ************** help. We will not know anything until after the 13th about the availability of the computer. 

  *******************

  Fixed Operations Director

  Century Buick GMC

  ************

• Initial Complaint

  Date:10/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DATE OF TRANSACTION 10/2/23. Description: I brought my car in September to Century Buick in ***** because of an issue stalling. The dealership told me it would be $700 for diagnostic testing. They called to say the repairs would cost $1,400. They called me to pick up my car. When I did, the car was still not working and I left the car there for further repairs. On 10/2, the mechanic called me to pick up the car, as it was ready, telling me that the cost at that time would be $2,649. When I went to pick up the car, it was still not working after driving it with the mechanic. They told me that they could not find what was wrong with my car and would not do any further repairs until I paid the $2,649. I paid this amount with my credit card and left with my car (still not working properly). Now, the dealership refuses to resolve this issue unless I pay more money for ****************, etc.

  Business Response

  Date: 10/24/2023

  To whom it *** concern. When we took the vehicle in the very first time, we explained the car was a big mess. This vehicle is also a Salvaged / Rebuilt title and she is the 3rd owner. Who knows what repairs were done at what capacity. We explained all this to the customer, prior to the repairs. That the customer had multiple concerns she wanted repaired.  We had to do a process of elimination on this 19 year old vehicle. The customer had the vehicle at 2 other shops, *** boys and Tuffy Tire prior to us. The previous repair shops that had been working on the car, had wiring issues at the ignition wiring in the engine compartment.  We saw very poor ******* ship. We explained everything as we went. ******* approved the amount of $ We had to start with diagnose. We had to test drive for days just to get the vehicle to act up. After 3 days of testing my shop ******* of 35 years found a concern with the ignition voltage. we said this is no guarantee. We replaced the ignition switch. we also stated because the other shop had the wrong wires to the wrong connectors that *** have damaged the ignition module. It was found that they crossed 2 different wires to 2 different circuits. Again we have to fix 1 thing at a time as we found wrong or worn out. When the customer came to pick up her vehicle, she wanted to go on an hour road test with my shop ******* that performed the repairs. After an hour of driving the vehicle stalled 1 time. Now the customer says to my shop *******, SEE WHEN THE TEMPERATURE GAUGE GETS TO THE MIDDLE, that's when it acts up ! Well THAT INFORMATION WOULD HAVE BEEN HELPFUL 2 WEEKS AGO, WHEN YOU DROPPED IT OFF. The customer came back to the dealership explained it stalled 1 time in an hour of driving. We told her she would have to leave the vehicle for further testing and diagnose. The customer declined said she wanted to apply for financing for what she owed on the current repairs. The customer applied to ************** and was approved for $ ******** She signed and approved the financing. Just like she approved the 2 repairs we performed for that amount. We also explained that there is a 2 year National GM Warranty on the work we performed.

  UPDATE : Since this notification was sent out to me, I was on vacation. Also the customer called the finance company, Synchrony and has issued a stop payment to us on the financing. This will now be a legal matter, as I will turn this over to the *********************** if the customer request is granted. 

  The customer approved the work, the customer approved the financing. If she is still having a concern with the car, the repairs we made are covered under GM's national 2 year warranty. 

  Customer Answer

  Date: 11/08/2023

   
  Complaint: 20721467
  
  I am rejecting this response because:

  In regard to the response from Century Buick GMC.  I dispute the following:

  1.      I only had one concern, not multiple repairs that needed to be done, that the car was stalling.  After the initial repairs, it was still stalling.

  2.      In their response, they stated that I approved the amount of $ without an actual price listed.  That initial amount quoted was $700, which I did agree to.

  3.      They stated that the ignition module was damaged, but that should have been noted with the first set of diagnostics.

  4.      I did inform them in the very beginning that the car stalled when the temperature gauge reached the middle while the air conditioning was running.   When we did the initial test drive, it was for 30 minutes, not 1 hour.

  5.      They informed me that I needed to leave my car for further testing and diagnostics.

  On my second return to Buick:

  1.      The manager told me that it would cost $1,400 instead of $700.  When the mechanic tried to start my car at that time, it would not start and kept stalling.  He told me to leave my car again and he would contact me when it was ready. 

  2.      Two days later, the mechanic called me and stated that they fixed my car and it was going to cost $2,649.

  On my third return to Buick:

  1.      I asked the mechanic to accompany me on a test drive and the car once again stalled after approximately 30 minutes.

  2.      Upon returning to Buick, they refused to do any further work or allow me to take my car without paying the $2,649.

  3.      I felt intimidated by them and felt forced to pay so I could take my car.  I signed a finance agreement with ************** and was approved for 24 months to pay the amount.

  4.      However, when I left Century Buick, I was distraught and my car continued to stall, so I had to turn off the air conditioning in order to drive home. 

  The original issue of the car stalling while the air conditioning is running has never been addressed.  They kept talking about the ignition, the modules, the diagnostics, and never gave me an answer about the air conditionings wiring and its role in the car stalling.

  Now Century Buick is guessing again about what the problem may be and told me it would cost an additional $1,600 for another part that might or might not fix the problem.

  I am scheduled to meet with the manager at Century Buick on Thursday, November 2^nd, to further discuss and try to resolve the problem.  I do not feel that I should pay for services that did not resolve the problem with my car.  I do not feel that it was ethical for them to try to keep my car for that length of time and keep increasing the amount due without proper repairs being made.

  Thank you for your help and cooperation in this matter.  I will contact you with the results of our meeting.  My friend has sent this from her email, but please continue to contact me at ******************.

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/14/2023

  Good afternoon. After the intimal complaint I spoke with the daughter regarding the allegation's. No one performed any repairs with out your knowledge and understanding as well as your approval of the repairs we performed.  We made an appointment to bring the vehicle back in to re-evaluate the stalling concern, after I contacted the daughter. As we clearly pointed by my service advisor *************** and my shop ******* oof 35 years *****************************. We had never encountered the stalling concern until the final road test with you. When you came back to the dealership my shop ******* stated the vehicle will need further diagnostics. You asked if it was your car what would you do, ******* stated at that time he would try the *** as we have seen failure with this in the past. Again NOTHING is able to be captured on the computer as the cause of the stall ! You and ******* went to the parts counter to price out the ***. You had also asked *************** if we had finance options. At that point you spoke with ****** my warranty administrator that assisted you. You then decided to take the vehicle. The only way we can diagnose your concern is to capture it while it is happening. 

  Please note the previous repairs ( multiple Concerns ) all cause stalling issues. The repairs we performed were fixing the aftermarket shops work, you had taken it to. I believed that is also the information you told *************** that you also requested your money back from ? 

  We are currently diagnosing each and every area of your 19 year old Salvaged wrecked vehicle.  As I explained before. Each repair we perform has a ************** Nation wide warranty. If further parts are needed we will let you know.

   

  Sincerely *******************

  Fixed Operations Director

  Century Buick GMC

  ************